Provide leadership/mentorship to diverse teams in the customer service department, which includes managers and team leads. Be responsible for developing policies and procedures to ensure high quality service within the department. Understand the department's vision and communicate effectively to allow their teams to execute plans to achieve that vision. Play a lead role in collaborating with internal partners, such as advisor recruiting, legal, compliance, and human resources to develop and ensure that licensing and field compensation policies meet all regulatory requirements.
Key Responsibilities
Provide leadership in resolution of complex high-priority service issues, as escalated from field advisors and leaders, in the matters of compensation, payroll, advisor terminations, FINRA licensing, continuing education, and other regulatory form reviews to effectively ensure prompt and accurate resolution and client satisfaction.
As appropriate, analyze root cause and develop strategic initiatives that align with corporate vision to correct.
Serve as the lead resource for internal partners on customer service specific projects and initiatives. Participate as department lead on cross-functional project teams.
Incorporate enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities.
Be accountable for ensuring managers and team leaders are effectively engaging their teams through effective performance management techniques to achieve those objectives.
Review data from auditing and other quality assurance methods and analyze trends to identify opportunities for process or procedure enhancements related to licensing and advisor compensation matters.
Provide leadership and coaching to management team through appropriate leadership techniques.
Provide employee feedback through effective performance management practices, while ensuring employees' skills and leadership development is managed through conducting regular, one-on-one meetings.
Required Qualifications
High school or GED
5-7 years relevant experience
Extensive experience on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
Preferred Qualifications
Payroll or licensing experience within a field sales organization.
Leadership or Ameriprise-specific knowledge.
Knowledge of Ameriprise's field compensation administration processes, payroll processing, and proprietary tracking systems.
Proven ability to work effectively with internal and external partners at all levels.
Demonstrated people leadership experience gained through direct leadership.
Proven ability to analyze business needs and implement strategic initiative.
Strong communication skills, including the ability to explain complex issues in an understandable manner.
About Our Company We're a diversified financial services leader with more than $1 trillion in assets under management and administration as of 2022. Our team of 20,000 people in more than 20 countries, advise and manage assets and income of more than 2 million individual, small business and institutional clients. We are a longstanding leader in financial planning and advice, a global asset manager and an insurer. Our unwavering focus on our clients and strong financial foundation connects each of our unique businesses - Ameriprise Financial, Columbia Threadneedle Investments and RiverSource Insurance and Annuities. Here, we foster meaningful careers, invest in the future, and make a difference for clients, institutions and communities around the world.
Ameriprise Financial is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, genetic information, age, sexual orientation, citizenship, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.
Full-Time/Part-Time
Full time
Exempt/Non-Exempt
Exempt
Job Family Group
Client Service
Line of Business
SERVD Service DeliveryPDN-9dc038a5-3143-4cb3-8cb1-4c5622e7e16f